Administration & Customer Support for Municipal Incentive Program

Denver CASR

Case Study: End-to-End Administration and Customer Support for a Municipal Energy Incentive Program

Michaels Energy provides end-to-end administration of energy efficiency and electrification incentive programs, including application processing, customer support, workflow management, and incentive payment distribution.

Program Overview

A Southwest U.S. city implemented a commercial and multifamily energy incentive program to support:

Emissions reduction
Market transformation
Workforce development

Incentives included:

Energy audits
Electrification feasibility studies
Equipment rebates
Pilot projects
Professional development rebates

What services did Michaels Energy provide?

Program Administration

Designed and managed full program infrastructure
Oversaw application intake through final payment
Served as the single accountable program administrator

CRM and Workflow Management

Built a centralized system using QuickBase CRM that managed:

Application intake
Eligibility verification
Documentation review
Status tracking
Reporting

Case and Task Management

Implemented Jira to coordinate communications, issues, and follow-ups for:

Customer support
Engineering
Program management
Finance

Customer Support (Call Center / CSC)

Provided dedicated energy program customer support with services including:

Phone and email support
Application assistance
Proactive follow-ups
Coordination with internal teams
Staff aligned to local time zones

Incentive Payment Management

Validated final documentation
Managed approval workflows
Issued payments

What were the results?

Program Performance Metrics

Total applications: 621
Total incentives distributed: $8,287,640.66
Total emails handled: 7,030
Total calls handled: 603

Averages per application

Average incentive: $14,918.73
Average emails: 11.3
Average calls: 0.97

Breakdown by Incentive Type

Equipment Rebates	Applications: 116 Total incentives: $4,179,527.64 incentive: $36,030.41
Pilot Programs	Applications: 60 Total incentives: $2,622,284.79 incentive: $43,704.75
Energy Audits	Applications: 225 Total incentives: $1,061,001.12
Electrification Feasibility Studies	Applications: 150 Total incentives: $336,886.61
Workforce Development Incentives	Energy management training Passive House credential rebates

Why is this important?

This case demonstrates that complex, multi-offering energy incentive programs can be successfully managed at scale when supported by:

Centralized CRM systems
Structured workflows
Integrated team coordination
Dedicated customer support
End-to-end payment management

Key Takeaways

Michaels Energy delivers full lifecycle energy incentive program management
Combines technology (QuickBase, Jira) with human support (CSC)
Processes high volumes while maintaining strong customer engagement
Provides a single point of accountability from application to payment

Who is this relevant for?

Utilities
State and local governments
Energy efficiency program administrators
Electrification and decarbonization initiatives